£15.11 - £15.86 per hour
5 months ago
Our client is seeking a PCN Appeals Officer on an initial 2 month contract with the possibility of an extension.
36 Hours per week
Monday - Friday
- To assess and respond to representations, appeals, and other statutory correspondence which contest parking and traffic related Penalty Charge Notices (principally issued for violation of parking, bus lane, and moving traffic restrictions).
- To take decisions on whether or not to uphold or cancel Penalty Charge Notices in accordance with council policy and all relevant legislative processes.
- To assist in the management of the debt recovery processes, and provide a high standard of service to required quality and productivity standards.
Duties and Responsibilities:
- To be highly proficient in the use of the standard word processing systems used to progress parking appeals, and continue to maintain that proficiency as and when new software packages are added.
- To have a complete understanding of the relevant traffic and parking legislation, to consider appeals following representation's under that legislation, be responsible for deciding on whether the appeal is to be accepted or rejected, and send out appropriate decision letters.
- Prepare appeal papers for submission to the Environment and Traffic Appeals service, and where necessary represent the Council at Appeal Court Hearings. Ensure that all appeals are dealt with within the time limits specified within the relevant legislation.
- Prepare evidence for legal actions in the County Court
- Administer the Debt Recovery process, including the administration of witness statements, the management of bailiffs and County Court hearings; ensuring that the debt is administered within legal constraints and according to policies and procedures.
- Respond to enquiries, service requests and complaints from all sources, especially members of the public, and including: councillors; statutory and other bodies; and other Council departments/units; in an appropriate and professional manner within corporate timescales.
- Record formal appeals, investigate and prepare case summaries for the ETA independent Parking Adjudicator.
- Manage a data bank of standard paragraphs to assist in responding to customers efficiently and consistently around frequent types of enquiry.
- Respond to customer enquiries on the telephone and in writing, providing advice on parking and traffic enforcement issues.
- Provide information and advice relating to the relevant traffic and parking legislation, the Council's Parking Strategy, the parking services contract, and on- and off-street parking facilities.
- Assist in the procurement of the highest possible quality of service provision and work, and the monitoring of delivery.
- Actively promote effective and professional liaison with other authorities, public bodies, other Council services and contractors, and to attend meetings on behalf of the team. Liaise with other council officers, the Police, Transport for London staff and other local authorities regarding parking and traffic appeals and other related matters.
- Take an active and committed role in the general activities of the team, and actively promote the unit's activities whenever possible.
- Undertake duties and projects as and when requested in order to ensure flexibility and efficiency is maintained within the scope of the duties.
- Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
- Carry out duties with due regard to the Council's Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
- Undertake any other duties commensurate with the general level of responsibility of this post.
Skills and Experience:
- Previous experience of processing high volumes of correspondence.
- Experience of processing parking or traffic representations and appeals.
- Experience of meeting targets for both qualitative and quantitative performance.
- Proven ability to assess formal parking or moving traffic representations, make case decisions and explain the basis for that decision.
- Possess the necessary interpersonal skills to handle disagreement and conflict (affecting you or other colleagues), constructively, professionally and safely.
- Proven ability to reflect and espouse the organisation's values through personal actions and behaviours, e.g. a good record of work attendance, appropriate attire, and professional approach.
- Possess a clear personal commitment to the customer care and an understanding of the relevance to the post.
- Possess a clear personal commitment to tolerance, equal opportunities and an understanding of the relevance to the post.
- Proven ability to manage and prioritise, with minimal intervention, a demanding personal workload, consistently achieve individual work objectives, standards and performance.
- Proven ability to make sound and appropriate decisions that adhere achieve organisational objectives, balance risk and outcome and adhere to Council policy.
- Proven ability to effectively communicate, verbally and in plain writing, using reasoned and evidence-based arguments, with organisations and people from different backgrounds with different levels of knowledge and understanding.
- Proven ability to recognise and acknowledge mistakes, resolve and learn from them.
- Proven ability to confidently use technology and software including browsers, databases, word processors and spreadsheets.
- Proven ability to establish and maintain a cooperative and team-based approach.
Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases